ABSTRACT
This chapter examines the café sector as an example of service work encompassing new ways of working. The chapter presents Australian case study data based on interviews with workers in specialty (quality-based) and standard (cost-based) cafés, industry informants and non-participant observation. The findings reveal that old ways of working persist in standard cafés, whereas distinctive new patterns of working are emerging in specialty cafés. These changes signal new opportunities for workers, including reduced automation, enhanced discretion, increased skills and higher wages. Policy development should involve expansion of ‘high road’ approaches along with greater skills utilization to grow these new and better jobs.
